Now You Can Respond to Your App Store Reviews! What You Need to Know

April 11, 2017

You can now respond to your App Store reviews. What does this mean for you?

App Store reviews have now become a whole new channel for customer support.

Before the iOS 10.3 update, developers had no way to thank positive reviews or address negative reviews. You can now reach those users and engage with them. In this article, we’ll discuss the importance of app reviews, why you should respond to all of them, and how you can leverage your responses to win over more users over the long-run!

Why App Store Reviews are Important

The more positive reviews your app gets, the better. But don’t just take our word for it, take Apple’s!

“Positive ratings and reviews can encourage customers to download or purchase your app. By delivering great responses to users’ comments and assisting those who have questions about your app, you can create a better user experience, drive increased engagement and improve your app’s rating.” 一 Apple

It’s proven that there’s a correlation between your app’s ratings, whether they’re positive or negative, and the number of downloads you receive. With that said, you should do everything in your power to receive and nurture positive reviews and address negative ones. Why? Because those couple of sentences and star ratings hold a lot of weight and can either make or break a potential user’s decision to download your app.

Always Respond to Reviews

Always respond to every review you receive. The users who take the time out of their daily routine to leave a review in the App Store一are invested. They either love your product or had high standards for your app and were let down. The biggest mistake you could make is to let your reviews sit and collect dust. Engage with the user whether the review is positive or negative.

70% of people read a minimum of one review before they decide to download an app. 10% of people will read over five reviews for a free app, and more than 30% will read the same amount or more for a paid app.

The people who leave reviews are invested in your app in some way shape or form, so prioritizing the timing and value of your responses is key. A quick and sincere response to a review shows people considering downloading that if there ever is a problem with the app you are there to help.

How to Respond to a Positive Review

If your app isn’t launched yet, keep these simple two steps in the back of your mind when you reply to future reviews:

  1. Acknowledge the review and thank the user
  2. Be creative with the response and keep in line with your brand

Already have fantastic reviews? The same applies! Go back through all the reviews you received and personally thank those users for their feedback and attention. There’s no downside or time lost by responding to positive reviews. You can show genuine gratitude and build trust just by taking a couple of minutes to engage with those users.

Responding to positive reviews is very simple and effective but is overlooked by many. All that is required on your part is a basic thank you and a personal touch. Your users want to feel acknowledged, so do just that!

How to Respond to a Negative Review

One of the worst things you can do from a customer service standpoint is not acknowledging complaints or issues. If a user runs into a problem and leaves an inquiry or complaint, their needs should be addressed immediately. Take a look at the following statistics to understand the importance of resolving these types of issues:

Don’t: Respond to negative reviews like this.

  • “Please call xxx-xxxx to speak with a customer support representative.”
  • “Refer to our Website’s FAQ.”
  • “We can’t fix that at the moment.”
  • “There’s nothing I can do.”
  • “Please calm down.”

Do: Follow these three simple steps to resolve any complaint or negative review.

  1. Acknowledge their complaint, apologize, and sympathize with them
  2. Explain why they experienced that problem and offer a solution
  3. If needed, take the rest of the discussion off of the App Store and give them priority in your normal customer service flow.

If you can acknowledge your user’s negative review, apologize then offer a solution, your company/brand will be in a better position than if you didn’t respond at all. Because even if you don’t win that particular user back over, other potential users will be reading that review and your response.

Conclusion

The key takeaway of this article is to always reply to reviews. Don’t make the mistake of being complacent, because you’ll miss out on an amazing opportunity that’s there for the taking. Don’t be afraid to go the extra mile either!

Customer service can make or break just about any company. Don’t think that you’re too busy to answer responses. The founder and CEO of Craigslist still answers many customer support questions to this day, often in just minutes. If he can find the time, so can you.

Doing things that don’t scale and genuinely caring for your users always pays off in the long-run.

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